Client Service Representative

Description:

The Manager - Remote Care Monitoring (RCM)/RCM+ & Assess and Restore department at the Salvation Army, Toronto Grace Health Centre is currently seeking a Client Service Representative & Remote Care Monitoring practices under the guidance of their professional bodies and in accordance with the principles of the Patient Centered Care and the values, mission and philosophy of the Toronto Grace Health Centre and GRTHealth. This position operates under the direction and supervision of the Remote Care Monitoring Manager. Client Service Representative & Remote Care Monitoring are any professional with a background in social services and/or healthcare.

The Client Service Representative & Remote Care Monitoring is responsible for the direct oversight of the virtual call center via the patient consolidated platform of the remote monitoring database. The Client Service Representative & Remote Care Monitoring as further responsible for taking necessary steps to ensure patients on the program are safe and will take action when patients are not responding. The Client Service Representative & Remote Care Monitoring will work directly with GRTHealth, family, HCCSS, and other partners of the circle of care to ensure safety of the patient is adhered to. The Client Service Representative & Remote Care Monitoring as such is part of the interdisciplinary team and will follow the overall plan of care for the patient by demonstrating the clinical knowledge, critical thinking/judgement required to carry out assigned duties.

Responsibilities:

• Monitor the Remote Care Monitoring call centre, responding to live alerts that are generated by the program's safety devices.
• Assess and prioritize client needs (emergency vs. non-emergency) and follow appropriate escalation protocols (e.g. call to EMS, to family members, etc.)
• Communicate with clients in an inbound and outbound capacity, with care and urgency.
• Provide assurance and social support to clients and families
• Document all interactions in the RCM database and provide updates to other team members
• Escalate concerns to the program manager, as needed

Qualifications:

• Successful completion of post-secondary education (college or university). Education in a healthcare profession, preferred
• At least 3 months of experience working in customer service
• Work and/or volunteer experience in a healthcare setting, an asset
• Experience managing multiple priorities (e.g. handling phone calls while on the computer and navigating through a variety of computer applications)
• Excellent interpersonal skills, particularly with older adults.
• Excellent documentation skills
• Ability to learn new systems and software quickly
• Ability to think quickly and critically to address emergency situations in a prompt manner
• Excellent problem-solving skills
• Ability to speak a second language is an asset